Application support Engineer

Jency John

****, *** ****** ***, ***********, NC 27560.

Mob: +1-919-***-**** ***********@*****.***

Objective

To provide technical support as IT technical Support Engineer.

Summary

I have experience as a technical professional with 3 year of experience. I have knowledge in HP

Open view, coldfusion, restarting weblogic, cleanup on database servers, ensuring proper

connectivity between Unix and NT servers, querying database, monitoring, Application Support

on clarify console. I am able to quickly adapt with new work environment. I am capable for

managing multiple tasks. Self-discipline is my principal. Good communication skills allow me to

communicate intensively with my partners.

Technical skills

MS office package (Word, Excel, Powerpoint, Outlook)

NT Server, UNIX, DOS

HP Openview, Coldfusion, sql, Toad.

Professional Record

Career break: 2006-present

After marriage and relocation, I was a stay at home mom and gave priority to raising my family

at this time and holding marriage together. Due to the night shifts was unable to continue in my

previous position. However, I am now ready to reenter the technical workforce. I kept myself

updated by taking up technical courses during my break, involved with community, volunteered

at schools assisting teachers, took up employment into quality process of a business process

solutions, moved to USA in 2013 and has been applying for jobs in technical support after I

received my EAD in March 2014. Currently I am getting acquainted with SAS Base 9.3 with

help of ebooks and online training videos.

17th June, 2006 – October,2006 : Diploma in Software Testing

Manual Testing, Automation Tools – WinRunner, Rational Robot, QTP, Test

Director.1)Reviewing functional specifications and requirement documents. 2)Documenting Test

scenarios and preparing test cases.3)Performing functional and regression testing. 4) Preparing

test environment setup. 5) Executing test cases and entering defects against error conditions.

6)Ensure that all defects during testing are verified to closure. 7) Compiling the Defect log

Report.

January 2012 – June 2012 : SAP BI module from a working professional. Has knowledge of

ASAP

methodology, BI modeling, extraction and reporting. Now seeking an opportunity to make a

successful impact in a customer focused team.

Knowledge in SAP BI/BW modeling, Creating infoarea, Creating infoobject catalogues,

Creating infoobjects, Creating infocubes, Creating DSO, Creating infosets, multiproviders.

Extraction : creation of generic extractor, LO extraction.

Reporting : Creation of free characteristics, Creation of filter, structure etc.

Having knowledge of data mining methods, querying and full ASAP methodology.

3rd December, 2012 – 4th July, 2013

EXL Service Business Process Solutions, Pune, India (www.exlservice.com)

Customer Service Associate: Calling businesses to get the meter reads for British Gas Business.

Collecting all the metrics needed to create accurate first bill before forwarding the data to the

billing team.

12th September, 2005 – 7h April,2006

MphasiS BFL Ltd. (Technologies), Bangalore, India (www.mphasis.com)

Designation : Software Engineer

Job Responsibilities:

Executing Automation Test Cases using dashboard.

Monitoring EIStC and 1Source applications for FedEx emea region,

Maintaining and Tracking Event log files on 3 servers. Coldfusion creates several

log files help troubleshoot applications and track events,

Restarting Weblogic on the NT Server,

Maintaining and supporting Production Servers (Kurdy and Jeremiah-Unix based)

and a testing server (Gazoleen) in EIStC application,

Restarting Start/stop Services running on windows 2003 Server,

Performing cleanup activities on database and servers,

Processing Backlogs on servers and Error files manually,

Handling Critical issues alerted by HP ITO monitor,

Continuous monitoring of HP openview operation for all the three servers,

Querying Oracle Database,

Ensure proper functioning of Fax Servers and test the functioning,

Ensure proper connectivity NFS between Unix and NT production servers,

Issue handling; Issue reporting, Provide adequate solution to the users (British

airways, FedEx Data collection centers, Stations, Customs, etc),

Escalating the Bugs received during run-time to the senior developers (parallel

processes, license errors CV Vision, NTS, etc.),

Have resolved more than 100+ specific cases,

For 1Source Application,

- Daily checks of proper functioning of clarify for 10 region servers,

- ICA client installation,

- Citrix server monitoring on Brussels server using VNC viewer,

- Weekly reports generation,

- Maintaining cosmos information. (mainframe application),

- Escalation to US team for functional changes according to SRG.

27th January, 2004 – 9th September, 2005

Firm : Hewlett Packard, Electronics City, Bangalore, India (www.hp.com)

Designation : SVS Technical Support Engineer.

Job Responsibilities: Provide User account management on exchange server to KPMG

(UK&Netherlands), Tech Support of applications such as MS outlook, MS office tools, Remote

Access (VPN, Virtual PC), exchange issues and KPMG specific applications -Vector, Dialogue,

E-expenses, Groove, Cabs timesheet etc., Generate Daily Reports using Proclarity and Avaya

CentreVu Supervisor, Provide training for technical analysts.

15th April, 2003 - 23rd January, 2004

Firm : VITEOS, Electronics City, Bangalore (www.velankani.com)

Designation : Senior Process Associate.

Job Responsibilities: Corporate Selling of certain bytes space on advertising web site in a

conference call.

Qualification Summary

Masters in Computer Applications and Bachelors in Electronics.

Good communication and interpersonal skills, attentive to detail.

Organized and has ability to multitask effectively.

Work well under pressure as part of a team.

Hard worker, quick learner, and ability to assume responsibility.

Committed and dedicated, willing to take work challenges.

The above information is correct to the best of my knowledge.

Jency John.

Contact this candidate